People in Singapore tend to keep mum on bad service
People in Singapore tend not to report their bad experiences of bad service.
A survey by global research company Ipsos and SSI found that only 40 per cent of those polled gave feedback to the organisation.
Those who did not give feedback cited lack of access to a readily available feedback channel (27%) and lack of trust that the organisation would react to the feedback (21%).
The main culprits of bad service include telecommunications companies (32%), retail and food & beverage companies (30%), Insurance and banking services (18%).
The survey says 2 in 3 Singapore residents experienced at least one occasion of dissatisfactory service in the past 6 months.
As a result of the negative incidence, more than 4 in 10 dissatisfied customers are likely to use less of the brand or not anymore.
But the impact does not end here as three in 10 will share their negative experience with others.
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